What we do

The remit of the User Support teams covers a wide spectrum, focusing mainly on IT and computing support, remote assistance and advice on University services.

Summary of User Support 

We are the central point of contact for all users requiring assistance with IT & Library Services at the University of Edinburgh. We provide first and second line support and deliver Mobile Device clinics.

We do this by providing Self Service portal, a contact form and telephone support (0131 6515151) via the IS Helpline, by delivering second and third line support using remote assistance, telephone or in person. The Mobile Device clinics, located in the Main Library (2nd floor) and Kings Buildings (Room 1404, JCMB), are provided to support mobile device usage and we host special events such as Get Connected.

The IS Helpline also acts as publishers for the IS Alerts service and Twitter feed.

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Who are our customers?

Our customers are:

  • Students at the University of Edinburgh
  • Staff at the University of Edinburgh
  • Visitors to the University of Edinburgh
  • Alumni of the University of Edinburgh
  • Applicants to the University of Edinburgh
  • Any member of the public with an enquiry relating to Information Services at the University of Edinburgh.

We provide first-line support to most areas of the University excluding 7 schools which run their own IT Helpdesks, details of which can be found at School Helpline Contact Details.

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What are our operating hours?

Full details of the operating hours for the IS Helpline, the NorMAN Out-Of-Hours service and the Mobile Device Clinics can be found at IS Helpline Operating Hours.

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